Rintamäki, Timo; Spence, Mark T.; Saarijärvi, Hannu; … - In: International Journal of Physical Distribution & … 51 (2021) 4, pp. 403-422
Purpose: The purpose of this study is to address two issues relevant to those managing product returns: (1) how customers perceive the returning process and assessing the extent that these perceptions have on satisfaction with the organization, loyalty and word-of-mouth (WOM) and (2) are these...